When you first join or when you request a new service we will ask you to provide documentation to prove your identity and address details.

This confirms to us who you are and helps us protect you and your money from fraud and financial crime.

Please speak to us if you are not able to provide the standard documentation requested.

Our online banking platform is hosted on a secure server.

Look for the padlock in the address bar; this confirms that communication between you and our banking pages is encrypted.

Always keep your login details safe and do not share this information with anybody. When you login, the date and time of your last session will be displayed on screen.

If you believe somebody else may have logged into your account, contact us immediately.

When you join we ask you to record security details including answers to questions only you can answer.

Our branch staff will always ask you to confirm some of this information before we discuss your account or process any transactions you request. This will include random characters from a passcode you have set up.

Our staff will never ask you to confirm your full passcode.

Our branch staff or customer support team can issue you a one-time passcode to access the automated telephone banking service.

The first time you call you will need to set your own PIN which you will use to access the service in future.

Always keep your PIN safe and never share it with anybody.

We will never discuss your account without you unless we are able to verify your identity.

When speaking to us by phone you will always be asked to confirm a number of security details. We are not able to carry out banking transactions if we receive a request via an unsolicited email. In some circumstances, we may contact you by other means to confirm your identity. Therefore, it is important you keep your contact details up to date.

From time to time we need to contact you to discuss your account. If we do so, we will use the contact details we have on record. We will never ask you to tell us your PIN, a full passcode or direct you to a website to make payments or transfers from your accounts.

If you have any doubts about contact from Triodosunion , please visit us in branch or call our customer support number, +41 79 250 1464.

From time to time you may see a transaction on your account that you don’t immediately recognise. Often, there is a perfectly valid reason. Retailers can sometimes appear under a different name on your statement, or the date the sum is debited from your account may not be different from the transaction date.

If you are in doubt you can contact us and we will help you look into it.

Lost or stolen debit cards

If your Debit Mastercard is lost or stolen or you believe someone else may know your PIN you must report it to us at the earliest opportunity. During opening hours you can visit any branch or call us on +41 79 250 1464. Out of hours email us info@Triodosunion.org